Need help with a case, PLEASE!

[MilkThreads]

A customer opened a case against me for a refund without even contacting me to ask for it. I answered them back on the case page and told them to send the item back and I would gladly give a refund.

They did send the item back, I gave them a refund through Paypal and posted that on the case page. The customer has not closed the case and Etsy continues to send me emails telling me to resolve the case.

I have sent Etsy 2 emails one of which included info from Paypal showing that I gave the refund, but still Etsy continues to send me emails to resolve the case. What do I do? Who do I contact? I gave a refund there is nothing more I can do. PLEASE HELP, I am lost on this one.

[Former_Member]

I've never had a problem with a buyer that couldn't be solved so I have no good advice for you but I thought I would do a little research since one never knows when the next customer will open a case - so what to do..

Here is what i found on Etsy Help

https://www.etsy.com/help/article/364?ref=help_home

Looks like you have done much of what Etsy says in their policy. I would continue to email Etsy with all the back up regarding the case that you can provide - perhaps directly from this help page - as it might get you to a different email inbox.

You also might consider emailing a team leader on one of the teams you belong to (such as Etsy Success) and see if they will be able to help at all. I hope you are able to resolve this quickly,

Good luck

[Former_Member]

Have you tried e-mailing the customer directly and asking them to close the case?

[MilkThreads]

"Have you tried e-mailing the customer directly and asking them to close the case? "

Yes, but to no avail. I think they may be new to Etsy and don't really know how to handle things. They did not have to open a case to get a refund. All they had to do was ask.

[Former_Member]

I notice, etsy do not always rep,y to emails. Are they get lost with thausens of toenails they are getting? u fortunately there is no way to contact them via phone. All you cN do is just send emails until you will get someone attention.
Do not wait for etsy to contact you. I will sen an email a day.

[HullStreetStudio]

Sending etsy an email a day is not very mature, you're only creating more of a backlog and putting the polite people even more into the black hole of lost emails.

I'm on my phone so I can't look this up for you but there could possibly be instructions somewhere on closing a case that you could send to the buyer? That might increase the chances that it'll be done.

[Former_Member]

Who the hell has the right to tell what is mature or not? In this case it's serious enough to send an email a day since it's a matter that demands the utmost attention of all parties involved, including ETSY.

[PaperScissorsPop]

You seem to be doing all the right things to me. Quite mature of you ;)
I wonder if the emails you are getting are just the automated ones? Maybe just give it a coupe of days. I have had to issue a couple of refunds and it can take up to 3 or four days to be finalised through Etsy. Don't sweat it too much. It will get sorted.